January - 2018

Closer to the Customer

Originally published in Contact Center Pipeline, August 2016 One of the best things to happen to the contact center in the last 10 to 15...

Tech Worth Following, 2018 Edition

The SBR Balancing Act

Budget Prep for Next Year

One and Done: First Contact Resolution

The Moment of Truth

Closer to the Customer

Agent Attrition: Time for a Change

To NPS or Not NPS

Setting Service Level Objectives

Managing the Smaller Contact Center

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SERVICE AGILITY